Luana Massa

• Property Leasing : Expertise in leasing both business and non-business rental properties, managing all aspects of the leasing process from prospecting to contract negotiation.
  
• Client Relationship Management: Skilled in building strong relationships with tenants and property owners, offering tailored advice and solutions to meet their property needs.
  
• Market Knowledge & Valuation: In-depth knowledge of local property markets, trends, and property valuations for both residential and commercial sectors.
  
• Negotiation & Contract Management: Strong negotiation skills to secure favorable lease terms for both landlords and tenants, drafting and reviewing contracts to ensure clarity and compliance.
  
• Property Management: Proficient in overseeing property maintenance, inspections, and tenant relations to ensure long-term satisfaction and retention.
  
• Marketing & Lead Generation: Experience in advertising properties, generating leads, and conducting property viewings to convert prospects into tenants.
  
• Financial Management: Capable of managing budgets, understanding rent structures, and advising clients on rental pricing strategies to optimize their investment.
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• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Answered multi-line phone system, routing calls, delivering messages to staff.
• Maintained electronic and paper filing systems for easy retrieval of information.
• Tracked office supplies and restocked low items to keep team members on-task and productive.
• Coordinated and managed the ordering of furniture and other related products from international suppliers, ensuring timely and cost-effective procurement to meet client demands.
• Managed the process for returns or exchanges due to quality issues, defects, or customer dissatisfaction, ensuring minimal disruption to client relationships.

• B2B Sales & Business Development: Experienced in generating leads, negotiating deals, and closing sales to meet the telecom needs of businesses across various sectors.

• Customer Relationship Management: Skilled in building and maintaining long-term relationships with business clients, ensuring customer satisfaction and retention.
  
• Consultative Selling: Expertise in understanding business requirements and offering tailored telecom solutions that improve operational efficiency and profitability.

• Contract Negotiation & Closing: Proven ability to negotiate pricing, terms, and conditions to secure contracts and ensure mutual value for both the client and Melita.
  
• Product Knowledge: In-depth knowledge of Melita’s telecom services, including TV, Internet and mobile, with the ability to articulate their benefits to business clients.
  
• Presentation & Communication Skills: Strong presentation and communication abilities, able to effectively deliver tailored telecom solutions to diverse business audiences.
  
• Market Research & Strategic Planning: Ability to analyze market trends and competitor offerings to identify new business opportunities and align sales strategies accordingly.

Telesales Operations

• Coordinated daily telesales activities, ensuring that sales agents had the necessary resources, schedules, and support to meet their sales targets.
• Handling the scheduling and tracking of onsite deliveries for telecom products, ensuring that products and services were delivered on time and in line with customer expectations.
• Ensured a smooth processing of customer orders, liaising with the relevant teams to confirm that all orders were fulfilled and dispatched accurately.
• Handled customer account updates, ensuring that customer information, service subscriptions, and billing details were accurate and up-to-date in the CRM system.
• Implemented updates in customer accounts, including adding new services or modifying existing subscriptions, ensuring all information was reflected accurately in the system.

Key Skills

Team Leadership: Led and developed a team of telesales agents, providing daily support, coaching, and performance feedback to drive sales success.

Sales Strategy & Achievement: Developed and implemented telesales strategies that consistently exceeded monthly sales targets and KPIs for telecom services.

Performance Management: Monitored team performance through reporting tools, conducted regular performance reviews, and made adjustments to improve overall team output.

Conflict & Escalation Management: Efficiently handled escalated customer issues and conflicts, ensuring customer satisfaction while maintaining agent morale.

CRM & Reporting Tools: Experienced in using CRM system and other reporting tools for tracking team performance, customer data, and sales activity.

Sales Skills:

• Able to identify sales opportunities, present the right products or services to customers, and close sales effectively.
• Able to upsell higher-value products, upgrade plans, or cross-sell complementary services, such as bundling internet and TV packages, to meet customer needs.
• Demonstrated success in meeting or exceeding sales targets, driving revenue, and achieving KPIs in a retail environment.

Customer Service & Relationship Building:

• Understand customer needs and provide tailored solutions, ensuring high levels of satisfaction and loyalty.
• Ability to establish long-term relationships with customers, gaining their trust and repeat business.
• Resolving customer issues, including service or billing queries, while maintaining a positive experience and preserving the customer’s trust in the brand.
• Managing customer complaints or concerns professionally, seeking out the best possible solution to turn a negative situation into a positive one.

Communication Skills

Showing empathy and understanding when handling frustrated or upset customers.Providing clear information over the phone and via email to customers
Listen to customer concerns, understand their issues , and provide appropriate solutions.

Customer Service Skills:

• Prioritizing customer satisfaction and striving to meet their needs effectively.
• Identifying customer issues and providing efficient and effective solutions.
• Handling difficult customer situations calmly and professionally.

Technical Skills:

• Understanding of telecom services to be able to do any troubleshooting required.
• Guide customers trough technical issues with internet connections, TV or Mobile services.

Key Responsibilities:

Answer incoming calls, respond to queries and address customer concerns promptly and professionally.Welcome and greet clients in a friendly, professional manner at the front office desk

Customer Assistance:

Resolve customer complaints or issues in a timely manner, working with relevant teams if necessary.Assist with returns, exchanges and repairs, ensuring that the process is handled efficiently.

Collaboration:

• Work closely with the sales, technical, and support teams to ensure smooth after-sales processes.

Administrative Duties:

• Handle customer billing inquiries or payment processing when necessary.
• Assist with scheduling service appointments, product deliveries, or other customer-facing services.